Common Issues and Solutions
Before contacting support, check this list. Most issues have a simple fix that takes less than a minute.
1. Images Not Loading in Gallery
Cause: Browser cache showing an old version of the gallery.
Fix: Hard refresh: Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows). If the issue persists, try opening the gallery in an incognito/private window. If images still do not load, check that the collection status is set to "Published" in the collection settings.
2. Client Cannot Access Gallery
Cause: Privacy settings blocking access.
Fix: Check the collection's privacy settings. If it is password-protected, confirm the client has the correct password. If it is email-restricted, confirm their email address matches exactly (check for typos). Try generating a new share link and resending it.
3. Invoice Not Showing as Paid
Cause: Stripe webhook delay or the client's payment is still processing.
Fix: Check your Stripe dashboard (dashboard.stripe.com) to confirm the payment was received. Most payments clear instantly, but ACH transfers take 3-5 business days. If Stripe shows "paid" but creavio does not, wait 5 minutes for the webhook to sync. If it still does not update, mark the invoice as paid manually.
4. Email Not Received by Client
Cause: Email landed in spam, or the email address has a typo.
Fix: Check the email status in the client's activity log. If it shows "Delivered," the email reached their server but may be in spam. Ask them to check spam/junk folders and add [email protected] to their contacts. If it shows "Bounced," the email address is invalid. Verify with the client and update it.
5. Calendar Not Syncing with Google
Cause: Google account connection expired.
Fix: Go to Settings > Integrations > Google Calendar. If the status shows "Disconnected," click Reconnect and re-authorize. Google occasionally revokes permissions after password changes or security reviews. Sync resumes immediately after reconnecting.
6. Website Changes Not Appearing
Cause: CDN cache serving the old version.
Fix: After saving changes in the website editor, it can take up to 60 seconds for the CDN cache to clear. Hard refresh your browser. If changes still do not appear after 2 minutes, go to Website > Settings and click Clear Cache.
7. Uploads Failing or Stuck
Cause: File too large, unstable internet connection, or unsupported format.
Fix: Check your file size. Individual uploads are limited based on your plan. If your connection is unstable, try uploading fewer files at once (10-20 instead of 100). creavio supports JPEG, PNG, WebP, HEIC, MP4, and MOV. Other formats will be rejected. If uploads are stuck at 0%, disable any VPN or firewall that may be blocking the upload.
8. Contract Signature Link Expired
Cause: Contract links expire after a set period for security.
Fix: Go to the client record, find the contract, and click Resend. This generates a fresh link. The original link is deactivated. Let the client know a new link is on the way.
9. Cannot Connect Stripe Account
Cause: Stripe onboarding was not completed or the account has restrictions.
Fix: Go to Settings > Payments and click Connect Stripe. If you started the process but did not finish, Stripe may need additional verification (ID, bank details, business information). Complete all steps in the Stripe onboarding flow. If your account has restrictions, log into dashboard.stripe.com directly to resolve them.
10. Automation Not Triggering
Cause: Automation is in draft status, or the trigger conditions are not being met.
Fix: Go to Communication > Automations and check the status. Automations must be set to Active to fire. If it is active but not triggering, check the trigger conditions. For example, a "New Booking" trigger filtered by session type "Wedding" will not fire for a portrait booking. Review the trigger filters and ensure they match the actual booking data.
Still Stuck?
If none of these solve your issue, click the Help icon in the bottom-right corner of any page. Our AI assistant searches the entire knowledge base and can answer most questions instantly. For issues the AI cannot resolve, it will connect you with our support team.